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- Tasks: Lead a team to deliver exceptional customer service and resolve issues efficiently.
- Company: Join a dynamic company focused on customer satisfaction and operational excellence.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and leading a motivated team.
- Qualifications: 5+ years in customer service leadership with strong people management skills.
- Other info: Weekend and holiday work required; based in Maidenhead office 3 days a week.
The Customer Service Team Leader assists the Customer Service Manager in the execution of local Customer Service activities and order to cash process. The Operations function ensures the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders.
We are looking for a dynamic and motivated Customer Team Leader to lead a team of customer service associates in delivering exceptional service and operational excellence. You will be responsible for supervising daily activities, coaching team members, resolving customer issues, and ensuring a positive experience for every customer.
Responsibilities:
- Strong people manager, focus on people development strives to improve the capabilities of the customer service team.
- Onboarding of new customer service associates and training support.
- Supports on internal supply chain improvement agenda - SCOS (Yearly appraisal).
- Liaises with customers to optimize customer satisfaction and to maximize efficiency.
- Leads daily call for Customer Service and Supply Chain – Identifying key service issues & working with team on resolution.
- Liaises with Logistics/3PL regarding service failure issues.
- Overall responsibility for the day-to-day order processing on behalf of the Retail’ Irish & Professional MSUs.
- Responsible for maintaining CXSL & CSL in line with company/customer targets.
- Monitor and own Perfect Order Metric – metric should remain in the 90% and up.
- Act as the first point of escalation for customer complaints and complex queries/Logistics service issues.
- Ensures all customer queries/complaints are received, logged, investigated, resolved and credits/returns are processed.
- Review period end CXSL and Order Success Ratio, lead root cause analysis and report findings, results and propose improvement strategies.
- Update weekly CXSL Service Report with clear actions for improvement.
- Lead/Support supply chain efficiencies independently or in conjunction with customer collaboration and CS team.
- Deploys customer service procedures, policies and standards for the organization and continuously seeks opportunities for improving CXSL.
- Develop and maintain customer service procedures and standards for customer service support to the Professional and Retail MSUs.
- Lead the implementation of any system upgrade/changes.
- Ensure all OTC processes are continually optimized and compliant with internal and external industry standards.
- Contribute to the effective running of SAP, ESKER and EDI systems and maintenance of dynamic and static data.
- Evaluate external customer AGS on behalf of Customer Service, define and implement improvement activities based on these results.
Qualifications:
- Minimum 5 years of relevant experience in Customer Service Lead experience.
- Strong People Management skills.
- Excellent knowledge of the Order to Cash processes.
- High level SAP skills and experience working with SAP systems in a Customer Services environment.
- Understanding of EDI (Esker is a nice to have).
- Strong Excel analysis and reporting skills.
- Experience of dealing with a 3PL and Supply chain efficiencies.
- High level of Customer Focus and excellent Customer Service skills.
- UK right to work.
- FMCG Experience.
This role requires weekend and holiday working according to a team rota. This role is based out of our Maidenhead office 3 days a week minimum.
Customer Service Team leader in Maidenhead employer: LUQ Recruitment
Contact Detail:
LUQ Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team leader in Maidenhead
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Service Team Leader. Highlight your people management skills and any relevant achievements that demonstrate your ability to lead a team effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to take the next step in your career.
We think you need these skills to ace Customer Service Team leader in Maidenhead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your people management skills and any relevant customer service experience to show us you're the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer service and how your background aligns with our needs. Share specific examples of how you've led teams or improved customer satisfaction in previous roles.
Showcase Your Achievements: Quantify your successes! If you've improved service metrics or led successful projects, let us know the numbers. This helps us see the impact you've made in your previous roles.
Apply Through Our Website: We encourage you to hit that apply button on our website! It’s the best way for us to receive your application and ensures you’re considered for the Customer Service Team Leader position.
How to prepare for a job interview at LUQ Recruitment
✨Know Your Stuff
Make sure you brush up on the Order to Cash processes and have a solid understanding of SAP systems. Being able to discuss your experience with these tools will show that you're ready to hit the ground running.
✨Showcase Your People Skills
As a Customer Service Team Leader, you'll need to demonstrate strong people management skills. Prepare examples of how you've developed team members or resolved conflicts in the past to highlight your leadership abilities.
✨Be Ready for Scenarios
Expect situational questions about customer complaints and service failures. Think of specific instances where you successfully resolved issues and improved customer satisfaction, as this will showcase your problem-solving skills.
✨Highlight Your Analytical Skills
Since the role involves monitoring metrics like CXSL and Perfect Order Metric, be prepared to discuss your experience with data analysis and reporting. Bring examples of how you've used Excel to drive improvements in customer service.
